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About Metrics

A CSM Metric is a stored measurement query whose value can be used to measure, monitor, and predict service desk performance and trends (ex: Average time to resolve Incidents). Use a Metric to measure, monitor, and predict:

A Metric value can be a:

In CSM, a Metric can be used in a/an:

CSM provides several OOTB Metrics to help get you started. Use these OOTB Metrics as-is, edit them, or create your own using the Metric Manager.

In This Section

Metric Caching

Metric Example

Metrics Good to Know

See Also


Using Metrics

Managing Metrics

Configuring Metrics